Help Desk/ITIL Analyst

Wed, 11/20/2019 - 12:26

The Help Desk Analyst provides Help Desk support and other areas of need as specified and governed by the contract. The Analyst provides guidance in develops SOPs based on ITIL methods, service reviews, and process evaluations. The analyst works in a large cloud-based data center and is responsible for issue prioritization, assignment, tracking and disposition. Functional knowledge of ITIL framework and practices is desirable. 

***This position is located at client site in Rockville, MD***


· Ability to create and update technical documentation and process guides 

· Ability to study the existing ITSM processes, document them and come up with areas of improvement by identifying the bottlenecks 

· Review issues/tickets to prioritize, assign, track, and resolve/close the issues 

· Develop issue management SOPs for the team using ITIL guidelines and industry best practices  

· Communicates clearly, effectively, and professionally between staff, team members, and clients 

· Able to multi-task and handle multiple duties and priorities simultaneously 

· Highly organized, motivated, and detail oriented. 

· Performs special projects and other duties as assigned. 


Education: Associate's Degree in Computer Science/Information Systems/ Engineering or related field or equivalent experience 

Language: English fluency (oral and written) 

Experience: Minimum 2 years of experience working in an IT Service Desk or similar team. 

Knowledge: Functional knowledge of ITIL framework and practices. Leverages ITIL documentation to create and maintain SOPs. Background experience and familiarity in desktop and mobile operating systems, software. 

Skills: Ability to use Microsoft Window 10 and Office 365 Professional Plus (Outlook, PowerPoint, Word, and Excel). Strong troubleshooting and research skills for IT related issues. Strong oral and written communication skills with an emphasis on customer service. 

Software Proficiency: Linux, Microsoft Windows 10, Mac OSX and Microsoft Office 365. 

Clearance: Must be able to obtain Public Trust clearance.  


Education: Bacehlor's Degreein Computer Science/Information Systems/ Engineering or related field or equivalent experience. ITIL version 3 Foundation or practitioner certifications 

Knowledge: Advanced knowledge of ITIL framework and practices. Basic network and information security principles.  

Skills: Advanced ITIL Incident, Problem, Change, and request fulfillment experience.  

This position is subject to availability of funds and to any and all restrictions contained in the contract or contracts that provide funding for this position. 

If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include a cover letter, resume, and at least three (3) professional references. If you have technical difficulty, please email to let us know of the issue. 

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf.  

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.  


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